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Uninstall Policy

Purpose

This policy explains when and how Configura may uninstall or deactivate extensions within the CET ecosystem. While uninstallation is a serious step, it is sometimes necessary to protect users, ensure system stability, and maintain the integrity of the CET platform.

Uninstallation Methods

Uninstallation may be implemented in one of two ways:

User Support Manual Uninstallation: Targeted uninstallation for specific users experiencing issues.
Mass License Deactivation: Platform-wide deactivation affecting all installations of an extension.

Notification Procedures

Extension Owners will receive notification of uninstallation actions through the following channels:

Uninstall Type	Notification Method	Timeline	Documentation
Individual User	Jira ticket	Within 24 hours of action	Issue details and steps taken
Mass Deactivation	Email + Jira ticket	At least 7 days before action*	Detailed explanation and remediation steps

*Except in cases of critical security vulnerabilities or severe system-wide impacts

Grounds for Uninstallation

1. Performance, Stability, and Security Issues

Serious violations of the Performance and Stability Standards may result in uninstallation. Examples include:

Drawing Access Problems

Scenario: Drawing load fails when the extension is installed.
Response: User Support may recommend temporary uninstallation to allow the user to access their work.
Remediation: Extension Owner implements fixes to resolve loading issues.
Timeline: Issues should be addressed within 5-10 business days.

Patch Installation Failures

Scenario: Users cannot install CET updates due to extension conflicts.
Response: After multiple attempts to resolve with the Extension Owner, temporary deactivation may be necessary.
Remediation: Extension Owner must update the extension to be compatible with the patch.
Timeline: Critical patch compatibility should be addressed within 15 business days.

Work-Blocking Crashes

Scenario: Users experience crashes that prevent them from completing essential tasks.
Response: User Support may recommend temporary uninstallation.
Remediation: Extension Owner investigates and implements fixes.
Timeline: Critical crashes should be addressed within 3-5 business days.

General Productivity Blockers

Scenario: Any issue that prevents users from performing their jobs.
Response: User Support will work with the Extension Owner to find a solution before recommending uninstallation.
Timeline: Resolution approach should be agreed upon within 2 business days.

2. Security Concerns

Data Privacy Violations

Scenario: Extension violates GDPR or other privacy regulations.
Response: Immediate deactivation may occur if violations are severe.
Remediation: Extension Owner must implement compliant practices.
Timeline: Plan for addressing violations must be submitted within 5 business days.

Malicious Software

Scenario: Extension contains or introduces malicious code.
Response: Immediate deactivation.
Remediation: Complete security audit and code review.
Timeline: Dependent on severity and scope of the security issue.

Non-Consensual Data Collection

Scenario: Extension collects user data without explicit opt-in.
Response: Deactivation after verification of the issue.
Remediation: Implement proper opt-in mechanisms.
Timeline: Must be addressed before reactivation.

3. Failure to Provide CM Code Access

Scenario: Extension Owner does not provide access to CM code as required by the Code Access Policy.
Response: Extensions cannot be published or may be deactivated if already published.
Remediation: Provide required code access.
Timeline: Within 12 hours of request.

4. Cross-Extension Interference

Scenario: Extension intentionally interferes with another manufacturer’s products or extensions.
Response: Immediate deactivation upon verification.
Remediation: Remove interfering code and demonstrate compliance.
Timeline: Dependent on the nature and severity of the interference.

5. Failure to Migrate for Major CET Versions

Scenario: Extension not migrated to a new major CET version.
Response: Deactivation 30 days after major release if not migrated.
Remediation: Complete migration to current version.
Timeline: Extensions must be migrated within 30 days of a major release.

6. Financial Standing

Scenario: Extension Owner has overdue payments for Publishing Program fees, consulting, or other services.
Response: Deactivation after multiple payment reminders.
Remediation: Bring account to good standing.
Timeline: Payment terms are outlined in service agreements.

Appeal Process

If an Extension Owner believes an uninstallation or deactivation was unwarranted:

Submit Appeal: Send detailed explanation to extension-review@configura.com within 5 business days of the action.
Review Process: Configura will review the appeal within 5 business days.
Resolution: Decision will be communicated with explanation and, if applicable, steps for resolution.

Reactivation Process

To have an extension reactivated after addressing the issues that led to uninstallation:

Document Resolution: Provide documentation showing how all identified issues have been resolved.
Verification: Configura will verify the resolution, which may include code review or testing.
Reactivation: Upon verification, the extension will be reactivated or made available for reinstallation.
Monitoring: Enhanced monitoring may be implemented for a period following reactivation.

Best Practices to Avoid Uninstallation

Regular Testing: Implement thorough testing processes for all releases.
Monitoring: Proactively monitor support issues and user feedback.
Quick Response: Address critical issues promptly.
Migration Planning: Begin migration planning well before major CET releases.
Code Compliance: Ensure code adheres to Configura standards and policies.
Regular Updates: Maintain regular update schedules to address minor issues before they become critical.

Policy Changes

This policy may be updated periodically. Changes will be communicated to all Extension Owners with appropriate notice periods.

Questions and Support

For questions about this policy or assistance with addressing issues:

Contact your Configura Account Executive
Email extension-review@configura.com
Submit inquiries through your dedicated Jira project